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As indicated by the survey conducted by the Emirates Identity Authority in co-operation with “Ipsos Emirates” and built on themes that match and are consistent with the Sheikh Khalifa Government Excellence Program, customer satisfaction with the Emirates ID jumped  6 per cent to 88 per cent in 2012, up from 82 per cent in the previous year.

The survey is an annual event that the Emirates ID is keen to conduct with the aim of identifying the challenges facing customers while registering in the population register and the ID card project, which, as is already known,  passes through three phases: filling out the e-form, completing registration procedures at registration centers and collecting the ID card from the Emirates Post centers.

Because the objective of the Emirates ID is to provide the best services, earn the highest customer satisfaction scores and achieve corporate excellence, all of which are revealed only through opinion polls and are also regarded as some of the Emirates ID’s major challenges, the Emirates ID focused on this element, which was paid due attention in its strategic plan 2010-2013 together with the other themes, projects and values covered by the plan. As a result of its focus, the Emirates ID gained local and global excellence awards including the Emirates Award for Government Excellence Performance.

I do not want to go back to the many challenges that the Emirates ID faced and was able to overcome and surpass by means of perseverance, determination and strong will since its inception in 2004. Achievements speak for themselves, are indicated in the Emirates ID’s mission and are related to the national and individual security and to the provision of such population data that support strategic decision-making and e-government projects.

Yet, while witnessing the great advancement and progress strides made by the Emirates ID as a result of which the Emirates ID earned high customer satisfaction scores, we must stop by the ID card project,  which is one of the largest technologically advanced projects, not only at the UAE level but at the level of the region as well, that has been highly developed by the Emirates ID. Although the Emirates ID has entered a post-registration phase and a new phase in its national process of development, this project still poses a challenge so far, especially if we realize that certain segments of the community still lack the concept, culture and value of the ID card. It is a challenge that we hope the Emirates ID to overcome while entering a new phase of development and progress.


By: Ali Jassim, Al-Watan Newspaper
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